Complaint #9 Casino Grand Bay

First Approved Withdrawal, Then Amount Not Fully Payed

By cclark

10 years ago

Message on forum

I made a withdrawal thru the casino cashier of $2,176.00 that was processed at 4/12/2016 10:49 AM (US Eastern Standard Time)
I had made previous deposits and had used accrued $150 cashback loyalty points that I had used to win the withdrawal amount.
I has met all playthrough requirements at this time. My withdrawal was approved by the finance team and I received a congratulatory call
from the VIP staff on my WIN but they needed to update my ID docs. I have been a member for almost 10 years. I sent in required documents. On 4/18/2016 the cashier finance team had removed the $150 loyalty cashback from my withdrawal request and had processed the withdrawal in the amount of $2026.00 to the Visa / Debit card that I had used for making deposits.
After a month of speaking to VIP hosts (I have Ace Tier VIP status) Kim - Jeremy - Nick - Joy etc..on a weekly basis, I was assured over and over that the payment would be hitting my bank "Any day now" I was given an ARN # to track the payment made to my Visa/Debit card - my bank could find nothing. Finally I was told my bank returned the payment back to Casino Grand Bay finance due to insufficient information they supplied and withdrawal would be re-issued by courier check. Today - May 11th 2016, I called once again to find out exactly when this payment would be processed as a month had gone by and was rudely told they were only going to pay the amount of $150. because my winnings were from loyalty point cashback.
I was told I should be grateful and that an exception was being made to even pay that amount.I am shocked - horrified beyond belief. First, they honor my withdrawal that had been approved by finance and VIP staff and then change their minds when the payment bounces back? I was told that it was miscommunication on MY part ,Finance and their ENTIRE VIP staff (I have spoken to 5 staff members) and that the finance team had made a mistake ?
Please Is there ANY way I can set this straight ANY way to rectify this situation.

Disputed Casino Casino Grand Bay

Reason Declined payment

Amount $2026

Discussion

AskGamblers

• Support Team

10 years ago

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

cclark

10 years ago

Thank You Ask Gamblers for posting my dilemma - At this point after "outing Grand Bay " with this unethical behaviour its most likely I will never even see the $150 let alone the $2026. I have lost faith in this casino and the entire spectrum of those who run the daily business behind the scenes. I always believed Trust - Respect and Ethics was an essential part of running a online casino and for the player the ONLY reason to deposit with their gaming operation.

Casino Grand Bay Complaint Stats

Resolved 6 / 10

Avg. Amount $483

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Casino Grand Bay Complaints

See all complaints for this casino

Withdraw cancelled without any further information nor assistance

Hello,

I redeem a bonus on the 26/3/21 with 22$ on casinograndbay and wager all the money. After the wager I had 150€ same day I make a withdraw 150€ because the minimum withdraw was 150€. I cashout the money to my skrill and on 29/3/21 they reverse the money to my account and delete the money. I never get a email or something else, I can not reach live chat since this happen and they don't give a answer to my emails and I don't know why.

Unresolved

€150

Withdrawals delayed for too long

Hi!

I have been playing in this casino now for couple of weeks. When i made my first withdrawal the verification process with documents and phonecalls worked very fast and ok. But even then my first withdrawal took over a week to process and it was not very normal when speaking about Neteller withdrawals which should be quite instant.

After this first withdrawal i have made 3 withdraw requests more and i have been asking about their processing of withdrawals from livechat several times. I'm always being told that they are being processed on Monday's and Friday's. Now the oldest withdrawal is over 2 weeks old and the newest ones are also almost 1 week late. They claim that the withdrawals have 48h waiting time which have passed with every request and those requests have passed couple of Friday's and Monday's as well.

In the live chat i have been promised also several times that they will be processed during the same day or in 1-2 days and this has not been true. They claim to have some technical problems, but this does not seem legit. The casino is breaking their promises for their customers about the withdrawals and it is not normal or reliable to play in casino where you don't get your winnings back when promised.

Unresolved

$561

Denial of bonus win, changing withdrawal limits

I used a 10$ free chip they offered..... made it through the play through and checked the withdrawal limits.. it was 100 min plus 30$ handling fee for a check..... I checked close and gambled to 130.21$. Filled out the forms. sent in my verification. and then was told the limit was 150 and I needed 180 for a check.. ok fine ... but now they won't give the 130.21 back and don't respond to calls or emails.. If your not going to honor the bonus chips DON'T give them out. all i want is either the 100 I legitimately won or the return of the 130.21 so I can build on it.. hopefully

Resolved

$130

Troubles getting my account verified

I played on Wednesday the 2 and DEC won. $279 was asked for I'd which I supplied then they said pension card is not primary I'd I spoke with their problem fixeer at the casino. He said that pension card is OK them I spoke to three different hots that wouldn't help I put more I'd in with my credit card numbers blocked out which is what they asked for they sent me email saying sensitive information was still showing but it wasn't I have had no contact with casino since start of this week and problem fixer said he was going to look out for my id

Resolved

Payment not processed after weeks

hi askgamblers, weeks ago in won 150 euro with a no deposit bonus, i send them documents for verification, after that theyve sent me and email saying that the documents where aproved, so i requested a cashout, but they still said that they have to call me as a verification procedure, more then 3 weeks gone they didnt call me, even thought i spoke to them on chat and they said they would call me.

Resolved

€150

Non Payment

I am still owed $1430 from the Grand Prive Goup. Initially there was a $4500 that had a Stop Payment on it. After 5-6 weeks one of the reps said to redeposit to my bank. It went through. Then I won over $2300 of which $2100 was WD. In order to participate in a promo, I was told to do a WithDrawal to bring balance down to zero and make a new $20 deposit. I did 3-4 of those and lost all of them so I needed more funds and Reversed WD for $670. Important to note that I only reversed a portion of the last WD of $2100. It is easy to figure the difference which is $1430. It shows on the casino statement as $2100 being Completely reversed, therefore was deleted. The casino took awhile - several days to acknowledge this. However, one of the Reps said the Finance Team would not pay. Something to do with using reversal $ to increase my account. It made no sense - since I could lose some or all of it. I continued to work with them for a long time. It may have helped if I could have worked with the Finance Team directly but customers are not allowed to do that.

Resolved

$1,430

No pay

applicants casino has cheated me says they have paid got an email that they pay got an email that says here

Congratulations on your winnings.

It is my pleasure to let you know thatyour winnings havebeen paid as follows:

Amount: $ 136

Paid date: 03.27.2014

Payment Method: Moneybookers

Fees Applied: $ 0

and I ask them how long it will take they say 24-48 hrs then it has gone over the time, so I ask again so they say it takes 72 hours ago now they say it will take 5 days singing they keep saying different things then want they have my bank details then I advise you not to play in the casino applicants they say they paid but they have not done, I would strongly warn players playing in this casino.

Resolved

$136

Non payment

I've spent thousands of dollars at Casino Grand Bay. After redeeming some Loyalty Points, I played for hours and hours on the slots. I finally won something decent and made a withdrawal of $2,361.00. Upon redeeming the Loyalty Points the message states that you may withdrawal any amount won which is above the Loyalty amount credited. The Loyalty amount will be forfeited and the rest may be cashed in. Well, it appears they are NOT adhering to this. Out of $2,361.00 cashed in, they only paid $143.00 and took the balance of it. To me this is fraud!

Unresolved

Casino Grand Bay Withdrawal Request

I have been trying since the Dec 2010 to get money i won at this casino. First they took away half of what i won and told me there was a limit on withdrawal which was no way to be found when i went through the withdraw process at the cashier. After i sent all the paperwork they couldn't read i had to resend it. Fine, as of the 30th of Dec 2010 the money was suppose have been sent to my bank. So I waited a week and nothing. I having been going back and forward with the casino support, everybody has a different story. The last straw was when they asked me to send them a copy of the my bank statementto prove that i didn't get the money. I refused and told them to keep there money ($200, down from the original $500 i won) and i would no longer be playing at any of there casinos. All i want to say is maybe it is just me that got the bad deal, but i want other players to think about playing at this casino. One other thing. They gave me a $100(bonus) and I had a playthrough of $4000; which i made. Then i still forfeited $100, the original bonus when i requested the withdrawal. I feel like i have been played.

Resolved

$200